Entitlements Analyst

• Process the Content Authorization requests submitted by sales teams by following SOPs
• Collaborate with the sales teams and broker partners to gather the required information
• Resolve customers’ queries and concerns
• Track the progress of the submitted Content Authorization requests
• Track communication in our CRM for transparency and auditability of casework
• Focus on improving customer satisfaction by delivering timely, accurate, and quality services
• Suggest process and system enhancements to increase efficiency
• Assist with special projects as assigned

• A customer-focused individual, who has experience in supporting the customers through an email ticketing system, chat, and/or phone calls
• Demonstrate exceptional organizational skills and attention to detail
• Provide comprehensive information/updates to the sales teams
• Resolve customer complaints and queries
• Provide new employees with training sessions to enhance their skills
• Offer exceptional customer service and satisfaction
• Follow up with customers for any further information
• Maintain a healthy relationship with the sales teams
• Have an ability to execute, act tactically and write effectively
• Have a desire to learn and absorb information to make connections and drive productivity
• Possess strong analytical, critical thinking, and problem-solving abilities
• A team player and enjoy building strong cross-group working relationships
• Proficient in Microsoft Office Suites (especially in Excel)

Salesforce or any CRM tools experience is a plus